“Serve me,
delight me, and amaze me or I’ll go somewhere else.” This is what your
customers, consumers and buyers are saying every time they make a purchasing
decision. Customer service is a means to an end, not an end in itself. Customer
service is a conduit for delivering perceived value to your customers. If they
believe they are getting the value they want and need, and feel good about doing
business with you, they will do it again.
Move beyond
customer service and satisfaction to value. Delight your customers with value.
Deliver the value they believe they want. Help them to feel great about doing
business with you. Through increased choice, customer expectations in the
twenty-first century have reached new heights. This program, through leading
edge strategies, will enable you to shift and become a valuable
partner with your customers. By understand their needs and creatively delivering
incredible value; you can exceed your customer’s expectations.
Go beyond
modeling the traditional customer service masters. Shift your
organization to the culture necessary for delivering on your customer’s
price-service-value expectations. When you learn what your customers want and
perceive as valuable, only then can you deliver the level of service necessary
to compete in today's super heightened customer expectations. Your team can
deliver the kind of perceived value your customer’s demand.
What you'll
learn:
Why the
trend to customer Partnering.
Commodity
busting.
How to
determine if a customer is satisfied, delighted and amazed.
Successful
customer Partnering strategies.
How to go
beyond the traditional customer service masters.
How to
develop a customer-driven culture within your organization.
How to make useful customer
relationship bank deposits.
Most importantly, you’ll
learn that value is in the eyes of the beholder.
Program Goals:
You will
leave with a clear understanding of why the customer service game is one of
delivering on customer perceptions rather then just exceptional service.
You will
understand why relationships internal to your organization drive the kind of
value you want your organization to deliver to your customers.
You will understand why you
need to ask this question: “What can my customers do for me?”
Ed Rigsbee, CSP
is the author of PartnerShift-How to Profit from the
Partnering Trend (Wiley), Developing
Strategic Alliances (Crisp) and The
Art of Partnering (Kendall/Hunt). Along with several video and
audio programs, he is a regular contributor to numerous business and trade
publications with over 500 published articles to his credit. He has been an
adjunct professor for both the Universities of California at Santa Barbara and
California Lutheran University.
Clients
Include:
3M, ITT, Mead Corp., Finova Capital,
D&B, Prudential, Hyatt Hotels, Toyota, Roland, Hanna-Barbera, Optioncare,
U.S. Air Force, Regis McKenna, Inc and several National Trade Associations
